Technical Account Manager

About Dialpad Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time. More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do. Visit dialpad.com to learn more. Being a Dialer At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits

Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your role As a Technical Account Manager (TAM), you will work cross-functionally to support Dialpad’s largest and most complex users. Through trusted relationships, you’ll offer customized, strategic consultations and proactively identify opportunities to help businesses deliver more value to their customers, optimize technical operations within their teams, and accelerate their global growth with Dialpad. The Customer Experience (CX) Organization is designed to delight customers at every touchpoint. We are dedicated to understanding and meeting the evolving needs and expectations of our customers. We are committed to working collaboratively to deliver seamless and memorable interactions. This position reports to our Director of Advanced Support Services. The preferred schedule will be based on US business hours but will be flexible depending on the business's needs. What you’ll do Provide a gold-standard experience for the key stakeholders of your assigned accounts. Work with the wider Operations team to provide the current state, resources, and knowledge to enable a gold-standard experience across teams that interact directly with the user via support channels, external documentation, or product/feature feedback or development. Foster long-term user relationships that grow loyalty to Dialpad and Dialpad products. Work cross-functionally, both internally and within your users’ organizations, to provide and implement operational solutions as needed for various audiences. Contribute to enhancing support offerings and developing user-facing content. Act as a trusted advisor, ensuring alignment with customer priorities and Dialpad’s objectives. Maintain strategic relationships across client business units to drive service excellence. Serve as a subject matter expert in Dialpad solutions deployed at client sites. Facilitate the resolution of critical issues and escalations. Work closely with Account Management and other user-facing teams as part of a larger effort to support Dialpad users. Lead user-facing meetings both in person (if requested) and through video. Collaborate on the continued design of this support offering. Create user-facing content for long-term solutions. Skills you’ll bring 5+ years of experience in enterprise-level client-facing work. Strong product sense and energized by the challenge of solving difficult user-related problems. Strong written and verbal communication skills with the ability to communicate with various levels of expertise. Ability to lead complex integration conversations in a highly consultative and proactive manner. Familiarity with APIs and the ability to explain API concepts to Dialpad’s largest and most technical customers. Familiarity with SQL and comfort in building basic queries and modifying more complex ones. Strong technical troubleshooting skills and experience interfacing with technical teams. Adept client relationship management skills. Ability to engage in business-level and technical conversations at multiple levels of the organization. Ability to work with minimal guidance or supervision in a time-critical environment. Ability to be flexible and quickly adapt to changing business needs and processes. Strong ability to use facts and data to influence decisions to prioritize and make appropriate decisions. Ability to source information when it does not exist. Why Join Dialpad Work at the center of the AI transformation in business communications Build and ship agentic AI products that are redefining how companies operate Join a team where AI amplifies every employee’s impact Competitive salary, comprehensive benefits, and real opportunities for growth We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work , ensures that every employee feels valued and empowered to contribute to our collective success. Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply. Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.